FREQUENTLY
ASKED QUESTIONS
Questions
about our products? Below you will find answers to our most commonly
asked questions.
For
answers to common questions about AcneRecovery,
our new acne product, click here.
Who
– or what – is Trienelle Skincare, Inc.?
Trienelle
was developed by, and is manufactured and distributed by Trienelle Skincare,
Inc. We are a division of Trienelle Skincare, Inc.
Launched
in 2000, the Trienelle skin care line is an advanced anti-aging product
line based on these principles:
•
Science-based potency
Our CEO and founder is a physician, with 20 years of clinical
practice. He’s unyielding on his insistence that Trienelle products
really work – that they will do what we claim.
•
Multifunctionality
Trienelle cuts against the grain of the industry practice
of selling multiple different products when one carefully formulated
product can do. Sure, we don’t sell as many different boxes
–
Is
Trienelle recommended by experts?
Yes.
Trienelle
has been recommended by a variety of health authorities. A sampling
includes:
•
Dr. Christiane Northrup
Author of multiple New York Times bestsellers (Women’s Bodies,
Women’s Wisdom; The Wisdom of Menopause; Mothers and Daughters)
and a frequent guest on Oprah, The Today Show and PBS, Dr. Northrup
is an authority on women’s health issues.
•
Ann Louise Gittleman
Best known for her best-selling Fat Flush Diet, Ann Louise is also
a widely read nutritional expert.
How
long will it take to receive my shipment?
If
you ordered through the Trienelle Skincare web site, or through our
800 toll free number (800-539-5195), your order will normally be processed
by the next business day.
The
product will routinely be shipped via the US Postal Service’s
Priority Mail Service which should take no longer than 5 business days
to reach a continental United States address.
Can
I set up an automatic shipment plan for my Trienelle products?
Absolutely.
You can customize your shipments to precisely fit your own needs and
usage patterns. And, as those change, your plan can be easily adjusted.
You
can make your own changes by logging on to your account online at the
Trienelle web site or by calling Trienelle Skincare’s Client Services
department at 800-539-5195.
If
you are on an automatic shipment plan, you’re automatically enrolled
in Trienelle’s Preferred Member Club. Members receive a 15% discount
on all Trienelle products.
I
purchased products directly from Trienelle Skincare and would like to
return it. How do I so do?
Call
800-539-5195 to let us know to expect the return. The agent will provide
you with an “RMA” (Return Merchandise Authorization) number
to attach to the product when you return it.
The
agent will also provide the correct address for return of your product.
Are
there parabens in Trienelle?
Some of our products do have very small amounts of parabens. They are
used to keep the products from bacterial overgrowth because alternative
ingredients to date have not bee acceptable. However, we try to make
our products as natural as possible and are continually making changes
to improve them.
How can I track my order?
All Trienelle Skincare orders are sent via trackable shipping methods.
At the time yours was shipped, we emailed you a tracking number for
the shipment. Please open that email and click on the tracking link.
If you have lost the number, you’re welcome to call Trienelle’s
customer service department at 800-539-5195.
Does it come with a higher SPF. I like to us
SPF 30 to 50?
No, Trienelle’s daytime face creams all have an SPF of 15. For
most people in most daily sun exposure situations, that should be enough.
However, if you’re anticipating being in a high sun-exposure situation,
you may wish to apply a high-SPF sunscreen product over your Trienelle
product.
Can I use the Trienelle creams around
my eyes?
Yes. However, you want to make sure not to get any Trienelle product
in the eye itself. But, they are fine if applied around the eye area.
Some people may find that the sunscreen bothers the eye if applied too
close. If so, simply avoid applying it too close to the eye. Many users
love Trienelle’s Eye Reviving Gel for the gentle and supportive
help it gives to the sensitive tissues around the eye.
Why does the cream make my skin red and or
break out?
Most users have no difficulties with Trienelle’s facial creams.
However, because they are actively at work with your skin, it’s
not surprising that some people could have some difficulty. The most
likely cause of redness for most users would be that the products have
AHAs (alpha hydroxy acids) in them at a 5.0% concentration. At this
level, it is quite uncommon to cause reactions, but may be too much
for occasional individuals if the redness doesn’t go away after
a few days of use.
Another possible cause of redness is that you might have an allergy
to one or more ingredients in the cream. If you have a known ingredient
you’re sensitive to, you may want to look at the Trienelle product
ingredient list here. Of course, if your skin is sensitive to any product,
you should discontinue its use.
What makes my eyes sting?
This is an uncommon occurrence. But, the most likely cause is that the
sunscreen in Trienelle’s cream is bothering you. You should find
that to be less of a problem if you don’t apply the product too
close to your eyes.
This cream has become brown and it smells different. Should I worry?
You don’t need to worry, but you should not use the product. When
the product ages, active ingredients in it can turn dark, but shouldn’t
significantly change the smell. But, if the color has changed, it’s
lost a lot of its activity and should be discarded.
Is this product all natural?
Trienelle products are as natural as we can make them, consistent with
our goal of delivering skincare that really works. That’s why
you’ll find so many botanicals, nutrients and other natural ingredients
in our products. However, sometimes it’s very helpful to use certain
ingredients that are not technically ‘natural’. We weigh
those decisions carefully, always trying to find the best balance between
staying as natural as possible, yet giving you an effective product.
Do you have any vitamin C in your cream?
Some Trienelle products do use vitamin C, most notably the AcneRecovery
Repair Lotion. You can review ingredients here.
Can I use this cream on my skin cancer?
While Trienelle should be part of the plan for maintaining skin health,
when there is an issue of cancer, it is critical to rely on the advice
of your physician. We encourage you to take this question to him/her.
Can I use Trienelle’s facial
creams on my arms if I want to or is it only for the face?
Trienelle’ facial creams are wonderful for skin elsewhere in your
body. They can be used on your arms, legs or torso without concern.
In fact, here’s
a photo of a woman’s legs and how Trienelle’s face cream
helped a chronic dry skin problem she’d had for years.
How do you determine the cost for shipping
and handling?
We try to keep the charges as low as possible – and easy to calculate.
In the US, it costs $4.95 to ship an order with a value of less than
$60. If it’s $60 or over, the charge is $6.95.
If you live in Canada, the charges are $6.95 and $8.95 for those same
order values.
Shipments to the rest of the world are a little more, being $9.95 and
$11.95 for the same order values.
How do I make changes to my shipment schedule?
You can log onto your account at www.trienelle.com. In the upper, right
hand corner, you’ll note the “Sign In” button. Click
here and you’ll be able to sign on to your account and make changes
in your shipment schedule.
If you prefer, you can call our customer service department at 800-539-5195
where any of our friendly agents can change your schedule for you.
Do you have this in larger containers?
Some Trienelle products are available in more than one size. Check the
individual product pages for more info.
Do you have small samples of Trienelle?
Sorry. At the present time, we do not.
I can’t figure out how to get
the product out of the jar. Please help!
Trienelle creams come in a protected, air-tight dispenser that is rather
unusual. So, if you’re having trouble figuring it out, you wouldn’t
be the first.
Look on the underside of the top flap of the little box your cream came
in. You’ll notice a small diagram demonstrating how to pump the
product. (If you’ve lost the box, click here to see the diagram
you’d have seen.)
Here’s how you do it. Unscrew the cap from the jar. Use two fingers,
one on each side of the top rim of the jar, to press down on the top
surface of the jar. You may need to repeat a few times to prime the
pump. [If you still have trouble, see the next question, below.]
I know how to use the dispenser, but
I can’t get it to pump? Am I doing something wrong? What should
I do?
We pack a lot of goodies into the formula which can make it a bit thick.
So, if the jar has been sitting on its side or upside down in shipment
or on your shelf, it's sometimes hard to get started.
Put the cap on your jar, turn it upside down and hit it firmly against
a hard surface to shake the cream loose. Do it about 10 times, then
try to pump. If that didn’t solve it, try it again.
If those steps didn’t do it we suggest that you let the jar sit
in a sink of hot water for 15 minutes. Turning warm allows the lotion
to soften up. Try shaking it loose again by hitting it against a hard
surface.
If that doesn't work for you, please call us back and we'll be happy
to arrange to replace the product.
Does
the order of ingredients in the ingredients list matter?
Cosmetic
product regulations require only that those ingredients which are present
in a concentration above 1% to be listed in decreasing order of presence
in the formulation. For most products, that means the first 3-6 ingredients
on the list. Most manufacturers therefore shift the order of the remaining
ingredients in order to avoid giving their ‘recipe’ to competitors.
The downside of this reality is that you cannot conclude that an ingredient
is present in substantial amounts in a formulation just by where it
is in an ingredient list. The best protection is to purchase products
from a manufacturer whose science and reputation you trust.
Does
salicylic acid create an initial breakout?
No,
it should not cause an acne breakout in the AcneRecovery products. And,
where present in Trienelle products, only the occasional person has
some initial sensitivity with some redness. This generally is transient,
as the skin adjusts to it.
Doesn't
salicylic acid and alcohol cause dry skin?
Either
ingredient can cause dryness if used at high enough levels. Alcohols,
if present in a Trienelle product at all, are present in only incidental
concentrations and should not create a problem with dryness. Salicylic
acid concentrations can be high enough to cause some dryness for some
individuals, but our products are formulated in a manner that minimizes
that risk with moisturizing agents.
Here
are product instructions sheets available for download.
(These are PDFs and the layout is intended to be printed on a large
sheet of paper, then folded.)
Daily
Renewal Creme
Nightly Restoration Formula
Instant Illusion
Cleansing Mousses
Nourishing Body Lotion
Eye Reviving Gel
Reductase-5
All
Trienelle Skincare products are 100% guaranteed. Period.
If, for any reason, you are not satisfied with your purchase, return
it within 60 days for a full refund of the price you paid for the product.
Simply follow the instructions provided on the reverse side of your
invoice. If possible, please pack the product in the original packaging
that it was shipped in.
For assistance in the returns process, please call our toll-free Customer
Service number at 800-539-5195.
Any Trienelle product returned for a refund must be returned to the
location where it was originally purchased. If your product was purchased
from another retailer, the refund policy will depend on the retailer's
policies. In most cases, the retailer's guarantee will likely be similar
to Trienelle's.
It
seems like I'm not getting as good of results as I'd hoped from using
Reductase-5. Do you have any suggestions?
Some
users report that when they used Reductase-5 only on very limited areas
of affected by facial hair, they didn't do as well as when they applied
it like they would a moisturizer. You could try applying the lotion
more broadly for a month or two. If it doesn't make a difference in
that time, your skin may not be sensitive to Reductase-5's effect.
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